Losing out on Ebucks every month

I took out a life policy with FNB about 2 1/2 years ago to increase my reward level have been earning 15% back on my premium every month until July 2019. I emailed Ebucks numerous times, to which they rep**** they aren't being given this info from FNB as is always their response. I haven't earned ebucks on this policy for this reason for the last 6 months now and am fed with being pushed from pillar to post. Can FNB please provide the correct info to Ebucks.